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Use Automated handover rules to move a chat from the widget to a human workflow when specific conditions are met.

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Prerequisites

  • You can open bitChat > Chat Widget.
  • You know when the conversation should be handed over.
  • If you want to route to one person, that agent is available in your workspace.

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Step 1: Open Automated handover rules

  • Go to bitChat > Chat Widget.
  • Open Advanced.
  • Find Automated handover rules.

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Step 2: Turn on Automated handover rules

  • Click Add handover rules if you are setting it up for the first time.
  • Turn on the setting if it is off.

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Step 3: Add the trigger conditions

Under Trigger a handover IF, add one or more conditions. The current form supports these triggers:
  • User message
  • User sentiment
For User message, the current form supports Contain keyword(s). For User sentiment, the current form currently includes Angry.

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Step 4: Choose what happens during operational hours

Under During operational hours, choose one of these options:
  • Transfer ticket to all
  • Transfer to specific agent
If you choose Transfer to specific agent, fill in Assign to.

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Step 5: Choose what happens outside operational hours

Under Outside operational hours, choose the escalation action and channel. The current action is:
  • Offer to escalate conversation to other channel
The current channel options are:
  • WhatsApp API
  • Email
If you choose Email, fill in Email to.

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Step 6: Save your changes

  • Review the current trigger and routing settings.
  • Save the widget settings.